Program Manager | Intradiem | Remote (United States)

<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Who We Are</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Intradiem is a technology company on a mission to reinvent customer service through automation.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What We Do</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">How We Work</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Our Culture</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Our Values</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">Servant’s Heart</strong>—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">Craftsman’s Attitude</strong>—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">Revolutionary Spirit</strong>—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Job Title:</strong> Program Manager</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Location:</strong> Remote/Virtual</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Reports To:</strong> Director of Program Management</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What Need Can You Fill?</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We are seeking an exceptionally motivated and detail-oriented Program Manager to join our forward-thinking team. This pivotal role requires a candidate who is adept at overseeing and coordinating multiple programs and embodies a deep passion for driving success and efficiency in every initiative. The ideal candidate will have a proven track record of excelling beyond standard expectations, a keen desire to continually learn and adapt, and the drive to grow with the company long-term. Your mission will be to champion the pursuit of excellence across all programs, fostering an environment that thrives on innovation and exceptional service delivery. If you thrive in a dynamic, fast-paced environment and are committed to building a career that makes a difference, we invite you to apply.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What Will You Be Doing?</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Manage the end-to-end release process, from inception to initial deployment, within the SaaS environment.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Create and maintain delivery plans for current and future sprints, ensuring the timely and successful completion of deliverables.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Build strong relationships with key stakeholders, actively managing their expectations based on data-driven project management.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide key metrics for releases, facilitating discussions during sprint retrospectives to identify issues and trends and drive continuous improvement.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Act as a facilitator between product teams, release managers, and business stakeholders to manage release, iteration, and business prioritization planning.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ensure adherence to development processes and principles, including Agile and Scrum methodologies, and identify areas for process improvement.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Identify and highlight technical blockers and risks.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Manage and communicate technical dependencies within releases, ensuring effective coordination and resolution.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Conduct all business in accordance with Intradiem’s policies and procedures.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Perform all other duties as assigned.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What Will You Need To Succeed?</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Bachelor’s degree in Computer Science engineering or a related field.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Requires at least 3 years of experience as Program Manager.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong understanding of SDLC processes and ability to identify areas for process improvement.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience working with multiple Scrum teams in diverse technical functions, including offshore and onshore resources.Ability to operate in an entrepreneurial, open, and collaborative environment.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience working on business-critical applications and large-scale SaaS-based deployments.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong leadership and management skills, with the ability to effectively lead and motivate teams.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Certified Scrum Professional (CSP) or equivalent experience in managing complex projects (preferred).</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability and desire to learn new technologies and apply new skills.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong organizational and problem-solving abilities.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Accurate and regular reporting of release status and timelines.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">*Must be able to travel 3-4 times a year for onsite team meetings*</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Work Authorization:</strong><em>Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.</em></p>